Composing emails with predefined content from the Source-to-Pay Workspace
Summarize
Summary of Composing Emails with Predefined Content from the Source-to-Pay Workspace
The Source-to-Pay Workspace allows you to compose and send emails directly from supplier cases or tasks, streamlining communications with predefined content. This feature enhances efficiency by auto-populating email fields and providing quick message options tailored to your needs.
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Key Features
- Auto-Populated Fields: The email client automatically fills in the Cc field with the contact's email and the Subject field with the case number and issue description.
- Quick Messages: Predefined quick messages can be selected to populate the email body, ensuring consistent communication. Quick messages include standard responses and case-related information.
- Response Templates: Reusable response templates allow you to copy and paste established messages into your emails, enhancing speed and consistency. You can easily replace existing text with template content.
- Draft Management: Saved drafts can be accessed via the Draft Emails tab, allowing you to manage your emails efficiently.
- Email Activity Log: Sent emails are recorded in the Activity section of the supplier case or task, enabling you to track communication history.
- Configuration Requirements: Ensure the appropriate role is configured in the User Interface Properties page to access the email features.
Key Outcomes
Utilizing the email composition features in the Source-to-Pay Workspace allows for faster case resolution and improved communication with suppliers. By leveraging quick messages and response templates, you can maintain consistency in your messaging and enhance operational efficiency.
Insert predefined content into the message body of emails that you send from the email client in the Source-to-Pay Workspace.
You can use this feature to compose and send emails directly from a supplier case or a supplier task. To open the email client, select Compose Email from the more actions icon (
) from a supplier case or a supplier task. A draft email appears with pre-populated data in the Cc and Subject fields. The Cc field is auto-populated with
the email address of the contact who opened the case. The Subject field is auto-populated with the case number and issue description.
Using quick messages
In the email client, you can select a quick message to fill the email body with the content that is specified in the quick message. After you define one or more quick messages, the Quick Messages contextual pane appears in the email client so that you can draft an email with a quick message of your choice.
- Supplier case: Standard closure response, case progress, primary contact information, Knowledge Base article information, and additional information.
- Supplier task: Standard closure response, case progress, primary contact information, Knowledge Base article information, and additional information.
For more information on how to create a quick message, see Define a quick message.
Using response templates
Resolve cases faster and more efficiently with response templates. Response templates are reusable messages that can be copied to draft emails to provide quick and consistent messages to users.
Open the response template that you want to use for your email and select Copy to clipboard. You can now paste the contents of this template at the location of the cursor. It doesn't replace the content that you created before selecting the response template. To replace existing content with a response template content, highlight the text to replace and then select a response template.
For more information on how to work with response templates, see Create or modify a response template.
Viewing draft emails
After you save the emails as draft, you can view the draft emails by selecting the Draft Emails tab on the supplier case or supplier task. Alternatively, you can view the draft emails by selecting the list
icon (
) and selecting the Case Draft Emails or Task Draft Emails sub-modules under the Draft Emails module.
Emailed message in activity log
After your email is composed, sent, and received by the intended recipient, you can see the email message in the Activity section of the supplier case or task. You can continue to work with this email from the activity log.
Email composer configuration
To view the Compose Email option in the More Actions menu, and to view your emailed message in the activity log of a supplier case or supplier task in Source-to-Pay Workspace, ensure that you add the role required to access this feature in the User Interface Properties page. For more information, see Configure access to the compose email feature.